HP India — Laptop/Notebook

Witte1974

Website:

HEWLETT pACKARD

[protected]
Hello HP CEO'S
Please find attached several emails and I know it is an overload of correspondence that I have had in trying to resolve a complaint here in Australia. I am reaching out to you as surprisingly as it may seem I am unable to speak with anyone here nor obtain a phone number despite numerous efforts. The only communication that I can make is with support in India and to which I am not getting any satisfaction whatsoever.
Without me going into more detail perhaps you or an assistant can read these emails and see what I am up against.
You will have received a copy of my email which is self explanatory so I ask you to please consider this and respond.
To summarize:
I purchased a HP laptop 15.6" nothing fancy just to fit my needs. System failure within 2 months and was replaced. Same thing has happened again. Technician sent to replace hard drive. No effect still not working.
HP could not supply ..LOL.. same model or similar one with same display 15.6" so I had to accept refund. I did give alternative suggestions to NO AVAIL.
HP FULLY AWARE I AM DISABLED AND HAVE NOT OTHER FORM OF COMMUNICATION.

So another month. I have no computer and no refund for the amount I have previously paid. this should never have happened"

So reaching out and hoping somewhere somehow somebody can fix this immediately as I am totally desperate and also basically sick of the incompetence of the people that I have had to deal with. The inconsistencies in the management, prodecures and protocol in the running of this complaint is abhorrent and promises asked "Please give me a few more hours and I will sort this out", "I will call back in 2 hours", "I have escaleted this and the head manager will call you"...Promises not kept. Just said to placate you and very bad business approach.

I would appreciate an email to just let me know that you have received this correspondence.
Thanking you in advance
Bernadette Hanisch

complaint id : [protected]

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HP India customer support has been notified about the posted complaint.

Apr 17, 2021

Updated by Witte1974 S, Hemanth Kiran <hemanth.[protected]@hp.com>
3:51 PM (2 hours ago)
to [protected]@bigpond.com

Hi Bernadette,

This is Hemanth Kiran from HP ANZ, I am writing to regarding your recent support experience with HP.

I have been talking to our CEO & MD office. I have read through your emails and seen the case myself, we understand your experience with product and support has been below par. I want to apologize for all the inconvenience caused.

We would like to make it up to you for any loss in time or money, I understand you do not have a working computer currently. I would like to discuss this matter in detail, can I ask for a suitable time on Monday for our discussion.

Meanwhile, I have escalated on the delay in refund and will try to have an update by Monday.

Thanks & Regards,

Received from:-
Hemanth Kiran S

Manager - South Pacific Customer Relations Team
Printing & Personal System

Customer Support and Services, South Pacific

Apr 17, 2021

Updated by Witte1974 MY RESPONSE

Hanisch <[protected]@bigpond.com>
5:52 PM (2 minutes ago)
to enrique.lores, sumeer.chandra, Hemanth

Hello Hemanth,

In reply to your email dated 17/4/2021 and received at 3.51pm AEST.

I am assuming that you are not able to respond to call me now so please arrange a call between 9.00am and 10.00am AEST on Monday morning.

As you have read my emails and you state " I have read through your emails and seen the case myself, we understand your experience with product and support has been below par". I therefore understand you must know the FULL Impact this has had on me.
As you also stated in your email "Meanwhile, I have escalated on the delay in refund and will try to have an update by Monday.'
I HAVE HEARD THIS SO MANY TIMES BEFORE. Your escalation process must know no bounds nor limit as to how many times one transaction/refund can be escalated as it keeps getting escalated each time I have spoken to Arun, etc. This is also in writing. It should have already been deposited into my account as per settlement and also written and verbal promises.

I will await a full discussion and also please note that during this conversation a settlement as per your email must be reached to my satisfaction without delay.

Bernadette Hanisch

Apr 19, 2021

Updated by Witte1974 Hanisch <[protected]@bigpond.com>
10:21 AM (9 minutes ago)
to Hemanth, enrique.lores, sumeer.chandra

Hello Hermanth,
I refer to your email regarding my complaint and your request for a time to discuss this matter which I responded to by returning an email for a time between 9.00am and 10.00am AEST on Monday morning.
a call between 9.00am and 10.00am AEST on Monday morning.
Well I have not received a call and am discussing this matter today with the other parties that I have lodged this complaint with.
I had hoped that this would have been able to be settled today with you especially as the financial aspect has continued to rise but apparently not.

Regards Bernadette Hanisch

Apr 21, 2021

Updated by Witte1974 There is an agreed settlement offer in place HOWEVER this must be completed by the 7th of May 2021
cleared funds accessible in my account by 5.00pm AEST.
However the inital refund which still hasn't been paid is to be paid on the 24/4/2021 cleared funds accessible in my account by 5.00pm AEST. If this is not met FULL LEGAL PROCEEDINGS WILL ENSUE.

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Comments

Witte1974

Urgent response required.

Hanisch
10:35 am (2 minutes ago)
to hemanth, sumeer.Chandra, enrique.Lores

hello hemanth,

i have been contacted by the accc and consumer affairs here in australia who are enquiring regarding the settlement amount as they are aware of the financial settlement but are not satisfied with the amount nor the non provision of the said item as that is what caused the problem in the first place.

The settlement was for costs incurred and there were waived discussed costs as well which has now been updated to $11689.36.
They have instructed me to proceed with these costs as they are well within my rights to receive compensation for these considering the time frame and drawn out response from hewlett packard.
I have also been contacted by the national disability services in australia who wishes me to further proceed with this also.

My situation as you and everyone i dealt with at hewlett packard knew has caused me acute anxiety and financial loss and especially knowing that i am disabled only exacerbated the complaint.

It was only when i took action with contacting the management of hewlett packard and lodging these complaints that i was contacted by yourself. This have all be detailed and supplied.

I have kept you informed all the time of the current position with the accc. Consumer affairs as well as the ndis and also as consumer affairs in india.

I have a meeting today at 3.00pm aest to discuss these costs and how to proceed.
I have been advised to inform you that if these other costs which should have been paid and the complaint not reduced or negotiated that the complaint will go ahead and all costs will be retrieval in from the start including pain and suffering, legal fees etc.

I hoped to settle this amicably from the start and until you contacted me this was not so.

Please review this and call me before 3.00pm so we can resolve this as i believe this is what hewlett packard would want to do considering the circumstances.

If we can agree to this as advised i will then sign a release for hewlett packard otherwise it will proceed.

Regards bernadette hanisch